Reservations Agent

About the role

The Reservations Agent will be the first point of contact for guests seeking to book, modify, or cancel stays at The Shelbourne Autograph Collection. Working in a fast‑paced front‑office environment, you will ensure accurate reservations, provide clear information on rates and policies, and deliver a welcoming experience that reflects the hotel’s high standards.

Key responsibilities

• Process reservation requests, changes, and cancellations received by phone, fax, or mail.
• Identify guest needs, determine appropriate room types, and verify availability and rates.
• Explain guarantee, special rate, and cancellation policies to callers.
• Accommodate and document special requests and answer questions about hotel facilities and services.
• Apply sales techniques to maximize revenue and input all data accurately into the reservation system.
• Code special reservation types (complimentary rooms, employee discounts, travel‑agent rates, wholesale bookings) correctly.
• Follow escalation procedures for guest concerns and adhere to all company policies and confidentiality standards.
• Maintain a professional appearance, protect company assets, and ensure guest privacy and security.
• Provide courteous telephone etiquette and support team goals.

Required profile

• High school diploma or G.E.D. equivalent.
• No prior reservation or supervisory experience required.
• Ability to lift, carry, push, or pull objects up to 10 lb without assistance.
• Commitment to follow quality‑assurance standards and company policies.

Required skills

What we offer

• Full‑time position in a prestigious four‑ and five‑star hotel.
• Opportunities for career development within Marriott International.
• Inclusive and diverse workplace culture.